Refund Policy

1. Satisfaction Guarantee

At Pizza Depot, we are committed to providing you with the best possible dining experience. Your satisfaction is our top priority, and we stand behind the quality of our products. If you are not completely satisfied with your order, we want to make it right.

2. Refund Eligibility

We understand that sometimes orders don't meet expectations. You may be eligible for a refund in the following situations:

2.1 Quality Issues

• Food quality does not meet our standards
• Order is delivered cold or otherwise improperly prepared
• Missing items or ingredients
• Incorrect items delivered

2.2 Delivery Issues

• Excessive delivery delay (more than 30 minutes beyond the estimated delivery time)
• Order never delivered
• Order damaged during delivery

2.3 Technical Issues

• Multiple charges for the same order
• System errors resulting in incorrect pricing
• Website or app errors that affect your order

2.4 Time Limitations

To be eligible for a refund, you must report the issue:

• For quality or delivery issues: Within 2 hours of receiving your order
• For technical issues: Within 48 hours of placing your order

3. Refund Process

If you encounter an issue with your order, please follow these steps to request a refund:

3.1 Report the Issue

Contact us through one of the following methods:

• Phone: Call the store that prepared your order directly (phone number is included on your receipt)
• Online: Submit a request through the "Contact Us" form on our website
• Mobile App: Use the "Order Help" feature in our mobile app
• Email: Send details to [email protected]

3.2 Information to Provide

To help us process your refund request quickly, please provide:

• Order number (found on your receipt or confirmation email)
• Date and time of the order
• Store location (for pickup orders) or delivery address
• Description of the issue
• Photos of the problem, if applicable (particularly helpful for quality issues)
• Your preferred resolution (remake, replacement, or refund)

3.3 Review Process

Once we receive your request, our customer service team will:

1. Acknowledge receipt of your request within 24 hours
2. Review the details of your order and the reported issue
3. May contact you for additional information if necessary
4. Determine the appropriate resolution based on our policy guidelines
5. Notify you of the decision and next steps

4. Refund Timeline

We strive to process all refund requests promptly. Here's what you can expect after your refund has been approved:

Please note that while we process refunds within 1-3 business days, it may take an additional 3-7 business days for the refund to appear in your account, depending on your financial institution's policies.

5. Refund Methods

Refunds will generally be processed using your original payment method:

5.1 Credit/Debit Card Payments

Refunds for orders paid by credit or debit card will be issued back to the same card used for the purchase. The refund will appear as a credit on your statement.

5.2 Digital Wallet Payments

For payments made through digital wallets (Apple Pay, Google Pay, etc.), refunds will be issued back to the original payment method within the digital wallet.

5.3 Gift Card Payments

If you paid with a Pizza Depot gift card, the refund will be issued as a new digital gift card code sent to your email address.

5.4 Cash Payments (In-Store Only)

For in-store cash purchases, you will need to return to the store with your receipt to receive a cash refund. Alternatively, we can issue a digital gift card if you prefer.

5.5 Split Payments

For orders paid using multiple payment methods, refunds will be proportionally distributed to each original payment method.

6. Exceptions and Special Circumstances

While we strive to accommodate all reasonable refund requests, there are some situations where refunds may be limited or unavailable:

6.1 Non-Refundable Items

• Alcoholic beverages (where applicable, due to regulatory requirements)
• Custom or special order items that were prepared according to specifications
• Promotional items received for free or as part of a special offer

6.2 Customer Preferences

Refunds based solely on personal taste preferences (rather than quality issues) are handled on a case-by-case basis. We may offer a replacement or store credit rather than a monetary refund in these situations.

6.3 Recurring Issues

If a customer has a pattern of frequent refund requests, we reserve the right to limit future refunds and may require additional verification steps for future claims.

6.4 External Factors

Issues caused by circumstances beyond our control (severe weather conditions, natural disasters, etc.) will be evaluated individually. While we may not be able to offer a full refund in these situations, we will work with you to find an appropriate resolution.

6.5 Third-Party Delivery Services

For orders placed through third-party delivery platforms (e.g., UberEats, DoorDash), refund requests must be submitted through that platform's customer service process. While we will cooperate with their investigation, the refund decision and processing are handled by the third-party service.

7. Gift Cards and Promotional Credits

7.1 Gift Card Purchases

Pizza Depot gift cards are non-refundable once purchased. However, if a gift card is found to be defective or inactive at the time of purchase, we will replace it with a functioning card of equal value.

7.2 Promotional Credits

Credits issued as part of a promotion, loyalty program, or as compensation for a previous service issue cannot be converted to cash and are subject to the terms and expiration dates specified at the time they were issued.

7.3 Unused Gift Card Balances

In accordance with Canadian law, gift cards issued by Pizza Depot do not expire and are not subject to fees. Any remaining balance on a gift card will remain available for future purchases.

8. Policy Modifications

Pizza Depot reserves the right to modify this refund policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. The "Last Updated" date at the top of this policy will indicate when the most recent revisions were made.

Your continued use of our services after any changes to this policy constitutes your acceptance of the new terms. We encourage you to review this policy periodically to stay informed about our refund procedures.

9. Contact Information

If you have questions about our refund policy or need assistance with a specific refund request, please contact our customer service team: